Original Message:
Sent: 03-20-2023 12:24
From: Tracy Vickers
Subject: NEED HELP! (Coaching on Live Interactions)
Hi Nicole,
Sorry for the late response, I was on leave last weeek, I see you have an answer to your question thanks to Scott.
For future reference, you could join and post any questions in regard to the Coaching feature or any other question about any of the soltions in the WEM Suite we have the WEM Community that has a library and discussions posts that may be of help to you :-)
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Tracy
Genesys
Original Message:
Sent: 03-16-2023 17:22
From: Nicole Dehn
Subject: NEED HELP! (Coaching on Live Interactions)
@Scott Montague
Thanks! This was very helpful. I also just conducted a test and it appears there is no notification to the agent when the supervisor is coaching. We also found that the agent cannot place the caller on mute or hold and talk to the supervisor during "coaching". The conversation with the supervisor is not recorded as well.
I agree with your suggestion and will be entering an idea to ask for functionality for the agent to mute their line, with the caller, and speak with the supervisor during coaching.
Have a great day!
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Nicki Dehn
AAA Club Alliance
Original Message:
Sent: 03-16-2023 10:00
From: Matt Lawson
Subject: NEED HELP! (Coaching on Live Interactions)
Hey Nicki, I remember talking about coaching on the Q&A Show, but I cannot find the video. In the example I saw, the manager would schedule a coaching session, basically a meeting outside of the call vs joining the call live. That being said, @Tracy Vickers is our WEM expert, so she may be able to help and/or know.genesys.com has a ton of results for "coaching" - I would check there to see if you can find your answers.
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 03-15-2023 15:57
From: Nicole Dehn
Subject: NEED HELP! (Coaching on Live Interactions)
Hello. I have several question on this topic:
- When selecting the option to coach the associate, on a live interaction, does the agent receive any type of notification that a coach has joined the call?
- I understand if the coach is speaking, the caller cannot hear them, but if the agent has a question or comment intended for the coach, does the caller hear the agent speak to the coach?
- Does the conversation between the coach and agent record?
Curious how we can coach on live interactions without disrupting the conversation between the caller and the agent.
#QualityManagement
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Nicki Dehn
AAA Club Alliance
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